Providing a personalized experience for your customers has never been more important, and more difficult than it is today in this COVID-19 pandemic.
Ameyo has introduced Video Chat as a Customer Engagement Solution with this GA version. With this new enhancement, Ameyo agents can connect with the customers via video chat and add external parties/people into call conferences in the ongoing video chat by sharing an SMS link. The following features will be there in Video Chat to provide a seamless experience to customers:
- Ameyo Agents can transfer the call to another user who has Auto Video Chat enabled in the same campaign.
- Ameyo Agents will be able to see the history of the video chats attended by them. Supervisors can view the video chat history of the assigned campaign.
- The Supervisor will have access to the following reports:
- ACD Video Chat Details Report: This report will give details of the incoming video chats that have been taken care of in the selected campaigns.
- Video Chat History Report: It will provide details on the holistic data for video chats handled in the system with parameters like Video Chat Time, Campaign Name, Lead Name, Customer Talk Time, etc.
- Agent Productivity Report for Video: This report will give comprehensive data on the agent’s overall performance and efficiency in a particular selected time frame.
- Abandon ACD Video Details Report: This report provides detailed information on all inbound or transferred to campaign video chats that have been abandoned at the ACD (queue).
- Ameyo Supervisor will have access to Live Monitoring with real-time stats refreshed after every 10 seconds.
This enhancement will enable supervisors to have access to AQ monitoring and scoring and analyze the agent’s interaction with the customer and rate his performance based on various Administrator-configured parameters.
